lasik md improves booking rate by 57% with the help of employee engagement management

 

about lasik MD

LASIK MD is the leading provider of laser vision correction in Canada. over half of all laser vision correction procedures in Canada are performed at a LASIK MD laser eye centre.

LASIK MD has 32 clinics across Canada & the U.S.

 

Objective

Lasik MD has a long history of providing quality customer care and service. But as the affordability and popularity of their services increased dramatically, along with their expansion plans for the U.S., engagement and efficiency became a top priority for their contact centers.

We interviewed Steve Lapierre, Lasik MD’s Patient Care Center Director at their headquarters in Montreal, Canada. In order to support the following activities from their headquarters, as well as other contact center locations across the country, Mr. Lapierre was evaluating solutions that would allow for his team to expand while still promoting collaboration, engagement, and provide instant feedback on their performance:

  • Inbound sales
  • Marketing programs
  • Customer Service
  • General inquiries
  • Bookings and confirmations
  • Credit and finance services
 

Challenge

Regardless of their size and geographic dispersion, most contact centers face the same challenges as Lasik MD:

  1. Recruiting high-quality candidates
  2. Keeping their workforce engaged
  3. Providing timely performance feedback
  4. Reducing attrition
  5. Creating a positive customer experience

Lasik MD had a specific objective in mind when they were seeking a solution to lower their attrition rates and keep talented employees longer: creating sustained interest their contact center agents’ daily activities. “We wanted to increase efficiency and productivity in our contact center, without adding undue complexity to an already stressful job” added Steve. “Basically, it’s a question of finding that balance, where you keep your staff happy, and they naturally end up being more productive, and provide an enhanced customer experience as well.”

Lasik MD had a specific objective in mind when they were seeking a solution to lower their attrition rates and keep talented employees longer: creating sustained interest their contact center
agents’ daily activities. We wanted to increase efficiency and productivity in our contact center, without adding undue complexity to an already stressful job

Steve Lapierre
Director Of Patient Care Center at Lasik MD
 

results

“Initially, I thought that the interest level for nGAGEMENT from the agents would create a small, temporary uptick in performance, but after a few weeks, it became clear that there were several additional benefits to the analysis and reporting capabilities provided by the platform.” “Friendly challenges were being sent between agents as they competed for KPI dominance, and all in good nature. We even started seeing agents that had never met in person collaborating and competing across locations. The effect on team spirit was extremely positive.”

 

  !

booking rate grew by 57.6% 

schedule Adherence improved by 17.9%

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Scheduled vs. actuals increased to 6%

 

future plans

“The next important developments to continue with employee engagement programs across other business units, including a vertical center that drives customer retention, and an outbound team that provides retention and winback programs, to add to our existing customer acquisition team currently on nGAGEMENT.”

“We also plan to include additional metrics for tracking and improvement, and there are future plans for integrating an incentive, or employee rewards program within nGAGEMENT.”

“We can really see this concept taking off in outbound sales, especially due to the competitive nature of most sales agents, and their natural inclination to increase their results month-overmonth. When you add the incentive program, which we can tie to the concept of points for various metrics that are either achieved or surpassed, we expect performance to be dramatically improved.”